Learning & Development Manager

Job summary

Specializes in performance development and learning delivery of brand- and service-related topics to support the hotels in a designated region. Plans and executes key learning delivery and leadership development activities. Facilitates and/or delivers specified on-property training, including core required training and brand training for hourly associates, supervisors, and leaders. Serves as the subject matter expert on brand and leadership development tools and resources, educating leaders about available resources and assisting with their development as requested or appropriate. Monitors compliance with all required training, including new-hire training and brand training initiatives, and works directly with HR and Operations leaders to drive compliance. Verifies that programs and processes are effectively implemented to accomplish objectives in alignment with broader business objectives.

Candidate profile

Education and experience

• High school diploma or GED and 2 years of experience in hotel operations or a related professional area.

Preferred qualifications

• Four-year degree from an accredited university in human resources, business administration, or a related major.
• Prior experience in a hotel-based hourly generalist or human resources manager role.
• Prior experience in a hotel operations leadership role.
• Multilingual experience.
• TC2 certification (Marriott) or an external adult learning or platform skills certification.

Core work activities

Learning delivery and compliance

• Specializes in performance development and learning delivery of brand- and service-related topics to support the hotels in a designated region.
• Facilitates and/or delivers specified on-property training, including core required training and brand training for hourly associates, supervisors, and leaders.
• Demonstrates mastery of brand acumen for each supported brand by understanding brand pillars, modeling the behavior, and holding others accountable.
• Verifies that management and non-management training programs are conducted in accordance with standard operating procedures.
• Coordinates required training programs, including identifying participants and conducting periodic follow-up to support completion, when appropriate.
• Verifies that programs and processes are effectively implemented to accomplish objectives in alignment with broader business objectives.
• Delivers training to promote knowledge transfer in accordance with program learning objectives.
• Thoroughly prepares for each learning event and demonstrates mastery of the content.
• Creates an environment that enables maximum learning by applying adult learning principles.
• Recognizes the unique needs of each audience and adjusts delivery to accommodate different learning styles and any special needs that could affect learning.
• Conducts themselves with professionalism and decorum before, during, and after learning events.
• Maintains control of the learning environment by effectively leading activities, giving directions, using the experiential learning cycle, and addressing classroom behavioral issues as appropriate.
• Demonstrates mastery of training technology and best-practice facilitation methods to maintain quality standards across all training delivery formats.
• Monitors compliance with all required training, including new-hire training and brand training initiatives, and works directly with HR and Operations leaders to drive compliance.
• Monitors compliance with required management and non-management training programs using myLearning and Reports & Analytics tools.
• Uses myLearning to accurately record all learning and verifies that training records are entered accurately and promptly.

Leadership development

• Acts as a subject matter expert for the Leadership Learning Guide and other leadership-related tools and resources; educates end users and assists with performance development plans as appropriate.
• Assists HR leaders in driving Management Development & Readiness Process (MDRP) activities for the region.
• Plays an active role in Voyager programs, ensuring new leaders are fully engaged, receive proper coaching, and complete required training.

Stakeholder relationships

• Engages in property-related problem resolution and performance issue management.
• Consults with hotel and department leaders to understand challenges and deliver learning solutions to address them.
• Communicates clearly and effectively with stakeholders to promote learning and ensure alignment with learning priorities.
• Partners with general managers, HR leaders, and Operations leaders to ensure learning supports goal achievement and balanced scorecard improvement.
• Keeps stakeholders aligned on learning objectives and delivery across supported hotels.

Equal opportunity statement

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or any other basis protected by applicable law.

About The Ritz-Carlton

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. We attract the world’s top hospitality professionals, who curate lifelong memories. We believe that everyone succeeds when empowered to be creative, thoughtful, and compassionate.

Every day, we set the standard for rare and special luxury service around the world and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that The Ritz-Carlton Gold Standards are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and guide us to be better each day. Our culture drives success and has helped The Ritz-Carlton earn a reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, including our Employee Promise, Credo, and Service Values. We promise to offer you the chance to be proud of the work you do and the people you work with.

By joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of yourself.